Omnichannel Archives | Open Access BPO

What parts of your startup should you outsource?

October 5, 2017 James Glenn Gomez

Outsourcing needn’t be confusing nor scary for startups. It just takes learning what processes you should let third-party companies handle.

Starting a business from the ground up takes a lot of effort and budget. Not all startups have the resources or are backed by angel investors, and so they need to be careful with their spending. If startups fail, all the effort and money goes down the drain. No matter how ingenious your startup’s innovative product or service is, if you fail to manage your other functions, your company will crumble. Read More

5 Tips for building a high-performing omnichannel team

August 7, 2017 Faith Ocampo

Call centers need to build a consistent and memorable customer experience covering all channels, both digital and non-digital.

To do this, you need a high-performing omnichannel team that can successfully implement your customer service strategy. At first, however, you may find this task challenging or you may be clueless as to where you should start.

Here are five tips you’d find useful during this process. Read More

Why the phone is still the most important customer support channel

June 23, 2017 Faith Ocampo

In an omnichannel world, is the phone still relevant?

Along with technology’s forward march, the way that we communicate over long distances also drastically changed. From traditional options like the phone (and the nearly obsolete snail mail), we now have social media, email, and instant messaging. Read More

Why brands must take Facebook Messenger seriously

May 2, 2017 Faith Ocampo

Facebook Messenger wants to become the mobile app for everything. What does this mean for brands?

The idea that Messenger is aiming to transform itself from a messaging mobile app into an all-encompassing platform has been making rounds since 2015. And after the recent F8, Facebook’s annual developer conference, it was clear that the social site is working harder to make this possible. Read More

The true and alarming cost of poor customer service

December 29, 2016 Faith Ocampo

Brands’ increasing focus on customer support isn’t just a fad. When carried out correctly, high-quality services help businesses build trust among its target consumers.

On the contrary, poor customer service harms a company’s sales and reputation. It leads to buyer churn, abandoned shopping carts, and negative word of mouth—which means it can be extremely expensive. Read More

5 Things people remember from a customer support interaction

December 20, 2016 Faith Ocampo

smiling blond woman hugging smartphone

The only way to make your brand memorable is to provide consumers exactly what they want and need. Getting there, however, is a complex and difficult process.

Using data, tech tools, and analytics, businesses can find out what really matters to their target demographic. Without data-driven processes and strategies, however, companies are utterly powerless. They thus overcompensate for this by resorting to gimmicks that sound highly impressive. Often, however, these aren’t what customers really want. Read More

5 Research-backed customer support insights we learned this 2016

December 5, 2016 Faith Ocampo

Year after year, the customer support landscape is changing alongside the formation of new tech trends and innovative ideas. Let’s look at five of the most significant, research-based insights we discovered this 2016.

Every industry out there is saturated with fast-growing firms vying for global dominance. So in addition to launching impressive products, businesses are trying to perfect their blend of marketing and customer experience strategies to rise above the competition. Read More